Dover finally made me mad Update: CS made it right at least
So I have never had a problem shopping with Dover. I have their credit card for the cheaper shipping. All was good until now.
I got an email from the person who bought my house FOUR years ago telling me a big box from Dover was delivered there. Somehow the heavy winter blanket I ordered went there!
I called Dover and was told I input that address for my order. I told the CSR there was no way I input an address from four years ago. She disagreed and said on their records it was a new address I input for that order. I told her I used my Dover credit card which I didn't even have until after I moved. So there's no way it should have gone through with the old address as a billing address. She said that happens.
I told this woman the old address must have been saved in their system somehow and they made a mistake and used it. She told me she would print it out to prove it to me because they don't keep any old records. I said I have ordered many things in the past few years and they have all come to my current address and if she checked she would see that. The CSR is adamant that Dover doesn't keep the info and she can't look that up.
We get to what can be done about the package. Basically I am supposed to ask this stranger who bought my house to lug the blanket to the post office and mail it back to Dover. Um, what! No way do I feel comfortable asking someone to do this to fix Dover's mistake. I asked to have a prepaid label mailed to the homeowner and that the package be picked up and I was told that wasn't possible.
So now I have to drive two hours to get the package because Dover insists I put this old address in for my order. I ask the woman to erase that address from their system and she says I can input your new address but you'll have to go in to your profile and erase the old address because there are a few in there!!!!
Despite being told there was NO WAY Dover's system had made this mistake because my information isn't kept, all of the sudden I am being told I have a few addresses on file! Talk about contradicting yourself!!! Top it off with not even getting an apology for any of this and I am really irritated with Dover.
PSA to anyone shopping with them - change your address in their system or who knows where your stuff will end up! I told the CSR she's lucky the people didn't just keep the $300 blanket and let me claim it went missing.
Last edited by BestHorses; Dec. 2, 2011 at 04:30 PM.
Maybe that's what happened to 2 overnight orders I have placed with them that NEVER showed up! In both cases I had to call and say "Where is my package?!" Oh gee, we don't know. But we can reship if you want.
Unbelievable! Do you have some kind of consumer advocate in your area that you can contact to get this resolved in a rational way? I love watching stores and businesses backpedal on the six o'clock news after they have been contacted by such entities, questioning in public what some "customer service" person has told a client. I knew there was a really good reason why I quit buying from Dover.
I think I would try calling again and getting a different rep before I made the big drive. Hopefully you will get someone that is helpful.
My one and only ongoing issue with Dover is that they have a note on my account to be "FedEx Only" -- this is because a couple years ago, I told them to never ever send anything via that DHL to post office shipping service that takes FOREVER to get to me. I swear my postal delivery person hordes my packages as once it hits the "out for delivery" stage of tracking, it can take over a week to get to me. So Dover put this note on my account, and now if I order and forget to note "do NOT send express, just regular ground," they ship Next Day FedEx and charge me the $$$$ for that! They've been good about taking the charge off when they've done this, but for some reason, that note is still on my account and I can't get them to remove or change it. I just have to head them off before they stick the $15 item in a FedEx pack and charge me $30 to ship it (oh, yes, that happened...)!
It was so infuriating to be talking to someone who just kept telling me it was my fault and there was no way the address could be stuck in their system. I am hesitant to keep calling them but will probably try again after I clean stalls.
I wouldn't claim the package is lost since we know where it is. That's fraud I think Plus the person who received it would still have to return the package and it shouldn't be their problem!
Interestingly one of the first things the CSR asked me was how far away it was as if I should pick it up myself instead of bothering them.
From what she said it was FedEx shipping that converts to post office delivery? No matter how it got there it's wrong. I only got the credit card for the flat rate shipping since I always thought shipping rates were outrageous.
If you ordered online, you should have your emailed receipt that should show what ship to address is listed on your order.
I only have the order status email without an address listed.
I really don't think I input a four year old address into the shipping and billing as Dover is insisting. Her first statement was that I had to put it in because it was a new address in the system and they don't keep address. But then she told me I had to go in my profile to delete the incorrect address because there were a few in there! That doesn't make sense.
The CSR also read me the phone number associated with the order (my old phone number) and I know I didn't input that since I almost didn't recognize it!!!
My other issue is that the billing address for that credit card should not go through if it's completely wrong - I never had this credit card when I lived there.
Their "profile" is a joke anyway. On SmartPak I can see every order I've EVER made and I can see what I paid, what the item was, and to where it was shipped. From what I can tell on the Dover website, there is exactly ZERO that you can do/see on your "profile." It's total crap.
But I still have their credit card for the shipping price. Sigh... I feel so dirty because I gave into their stupid scam...
The claim that there is no way their system could flip the address you entered to one attached to your account in another way is most likely bogus. I work for an online retailer and I know there are occasionally blips on our systems. They are rare, but they still happen. The difference between our company is that we are lauded with EXCEPTIONAL customer satisfaction and jump on these issues immediately. The fact that they claim to not keep "old records" sounds really weird to me. Do they not have an extensive customer file like every other retailer of that size out there? Or was the CSR just making things up?
And honestly, it shouldn't matter if you entered the wrong address or not. Customer service should be a top priority for any company, ESPECIALLY one with a "100% Satisfaction Guarantee." I interpret that to mean that I should be 100% satisfied with my entire transaction, not just the physical items I purchased. I have no tolerance for rude, no-can-do CSRs and I don't think any company should either.
I don't think Dover is a terrible company in general, but I do think they could have higher quality CSRs. Some of the ones I've spoken to have been great, but I've spoken to others who have ranged from useless to down right rude (and have caused the company to lose my business...for large purchases like high-end saddles).
I agree you should call back and demand to speak to a supervisor. I hope everything is resolved to your satisfaction. I hope Janet Nittman (I think that was her name--PR/Communications rep from Dover) is still around these boards and can help you out.